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Troubleshooting Guide
Business PCs
© Copyright 2006, 2007 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Microsoft, Windows, and Windows Vista are either trademarks or registered trademarks of Microsoft Corporation in the United States and/or other countries.
The only warranties for HP products and services are set forth in the express warranty statements accompanying such products and services. Nothing herein should be construed as constituting an additional warranty. HP shall not be liable for technical or editorial errors or omissions contained herein.
This document contains proprietary information that is protected by copyright. No part of this document may be photocopied, reproduced, or translated to another language without the prior written consent of Hewlett-Packard Company.
Troubleshooting Guide
Business PCs
First Edition (August 2006)
Second Edition (January 2007)
Document Part Number: 418631-002
About This Book
WARNING! Text set off in this manner indicates that failure to follow directions could result in bodily harm or loss of life.
CAUTION: Text set off in this manner indicates that failure to follow directions could result in damage to equipment or loss of information.
NOTE: Text set off in this manner provides important supplemental information.
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iii |
iv About This Book |
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Table of contents
1 Computer Diagnostic Features |
|
HP Insight Diagnostics ......................................................................................................................... |
1 |
Accessing HP Insight Diagnostics ....................................................................................... |
1 |
Survey Tab .......................................................................................................................... |
2 |
Test Tab ............................................................................................................................... |
3 |
Status Tab ........................................................................................................................... |
3 |
Log Tab ................................................................................................................................ |
4 |
Help Tab .............................................................................................................................. |
4 |
Saving and Printing Information in HP Insight Diagnostics .................................................. |
5 |
Downloading the Latest Version of HP Insight Diagnostics ................................................. |
5 |
Protecting the Software ........................................................................................................................ |
5 |
HP Backup and Recovery Manager ..................................................................................................... |
6 |
2 Troubleshooting Without Diagnostics |
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Safety and Comfort .............................................................................................................................. |
7 |
Before You Call for Technical Support ................................................................................................. |
7 |
Helpful Hints ......................................................................................................................................... |
8 |
Solving General Problems .................................................................................................................. |
10 |
Solving Power Problems .................................................................................................................... |
14 |
Solving Diskette Problems ................................................................................................................. |
15 |
Solving Hard Drive Problems ............................................................................................................. |
18 |
Solving Media Card Reader Problems ............................................................................................... |
21 |
Solving Display Problems ................................................................................................................... |
23 |
Solving Audio Problems ..................................................................................................................... |
27 |
Solving Printer Problems .................................................................................................................... |
29 |
Solving Keyboard and Mouse Problems ............................................................................................ |
30 |
Solving Hardware Installation Problems ............................................................................................. |
32 |
Solving Network Problems ................................................................................................................. |
34 |
Solving Memory Problems ................................................................................................................. |
37 |
Solving Processor Problems .............................................................................................................. |
39 |
Solving CD-ROM and DVD Problems ................................................................................................ |
40 |
Solving Drive Key Problems ............................................................................................................... |
43 |
Solving Front Panel Component Problems ........................................................................................ |
44 |
Solving Internet Access Problems ...................................................................................................... |
45 |
Solving Software Problems ................................................................................................................ |
47 |
Contacting Customer Support ............................................................................................................ |
48 |
Appendix A POST Error Messages |
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POST Numeric Codes and Text Messages ....................................................................................... |
50 |
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Interpreting POST Diagnostic Front Panel LEDs and Audible Codes ................................................ |
57 |
Appendix B Password Security and Resetting CMOS |
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Resetting the Password Jumper ........................................................................................................ |
61 |
Clearing and Resetting the CMOS ..................................................................................................... |
62 |
Using Computer Setup to Reset CMOS ............................................................................ |
62 |
Using the CMOS Button .................................................................................................... |
62 |
Appendix C Drive Protection System (DPS) |
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Accessing DPS Through Computer Setup ......................................................................................... |
65 |
Index ................................................................................................................................................................... |
66 |
vi |
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1 Computer Diagnostic Features
HP Insight Diagnostics
NOTE: HP Insight Diagnostics is included on CD with some computer models only.
The HP Insight Diagnostics utility allows you to view information about the hardware configuration of the computer and perform hardware diagnostic tests on the subsystems of the computer. The utility simplifies the process of effectively identifying, diagnosing, and isolating hardware issues.
The Survey tab is displayed when you invoke HP Insight Diagnostics. This tab shows the current configuration of the computer. From the Survey tab, there is access to several categories of information about the computer. Other tabs provide additional information, including diagnostic test options and test results. The information in each screen of the utility can be saved as an html file and stored on a diskette or USB HP Drive Key.
Use HP Insight Diagnostics to determine if all the devices installed on the computer are recognized by the system and functioning properly. Running tests is optional but recommended after installing or connecting a new device.
You should run tests, save the test results, and print them so that you have printed reports available before placing a call to the Customer Support Center.
NOTE: Third party devices may not be detected by HP Insight Diagnostics.
Accessing HP Insight Diagnostics
You must boot to the Documentation and Diagnostics CD, as described in the steps below, to access HP Insight Diagnostics.
1.While the computer is on, insert the Documentation and Diagnostics CD into an optical drive on the computer.
2.Shut down the operating system and turn off the computer.
3.Turn on the computer. The system will boot to the CD.
NOTE: If the system does not boot to the CD in the optical drive, you may need to change the boot order in the Computer Setup (F10) utility so that the system attempts to boot to the optical drive before booting to the hard drive. Refer to the Computer Setup (F10) Utility Guide on the Documentation and Diagnostics CD for more information.
4.Select the appropriate language and click Continue.
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HP Insight Diagnostics 1 |
NOTE: It is recommended that you accept the assigned default keyboard for your language unless you want to test your specific keyboard.
5.In the End User License Agreement page, click Agree if you agree with the terms. The HP Insight Diagnostics utility launches with the Survey tab displayed.
Survey Tab
The Survey tab displays important system configuration information.
In the View level field, you can select the Summary view to see limited configuration data or select the Advanced view to see all the data in the selected category.
In the Category field, you can select the following categories of information to display:
All—Gives a listing of all categories of information about the computer.
Overview—Gives you a listing of general information about the computer.
Architecture—Provides system BIOS and PCI device information.
Asset Control—Shows product name, asset tag, system serial number, and processor information.
Communication—Shows information about the computer parallel (LPT) and serial (COM) port settings, plus USB and network controller information.
Graphics—Shows information about the graphics controller of the computer.
Input Devices—Shows information about the keyboard, mouse, and other input devices connected to the computer.
Memory—Shows information about all memory in the computer. This includes memory slots on the system board and any memory modules installed.
Miscellaneous—Shows HP Insight Diagnostics version information, computer configuration memory (CMOS) information, system board data, and system management BIOS data.
Storage—Shows information about storage media connected to the computer. This list includes all fixed disks, diskette drives, and optical drives.
System—Shows information about the computer model, processor, chassis, and BIOS, plus internal speaker and PCI bus information.
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Test Tab
The Test tab allows you to choose various parts of the system to test. You can also choose the type of test and testing mode.
There are three types of tests to choose from:
●Quick Test—Provides a predetermined script where a sample of each hardware component is exercised and requires no user intervention in either Unattended or Interactive mode.
●Complete Test—Provides a predetermined script where each hardware component is fully tested. There are more tests available in the Interactive mode, but these require user intervention.
●Custom Test—Provides the most flexibility in controlling the testing of a system. The Custom Test mode allows you to specifically select which devices, tests, and test parameters are run.
For each test type, there are two test modes to choose from:
●Interactive Mode—Provides maximum control over the testing process. The diagnostic software will prompt you for input during tests that require your interaction. You may also determine whether the test passed or failed.
●Unattended Mode—Does not display prompts and requires no interaction. If errors are found, they are displayed when testing is complete.
To begin testing:
1.Select the Test tab.
2.Select the tab for the type of test you want to run: Quick, Complete, or Custom.
3.Select the Test Mode: Interactive or Unattended.
4.Choose how you want the test to be executed, either Number of Loops or Total Test Time. When choosing to run the test over a specified number of loops, enter the number of loops to perform. If you desire to have the diagnostic test for a specified time period, enter the amount of time in minutes.
5.If performing a Quick Test or Complete Test, select the device to be tested from the drop-down list. If performing a Custom Test, Click the Expand button and select the devices to be tested or click the Check All button to select all devices.
6.Click the Begin Testing button at the bottom right corner of the screen to start the test. The Status tab, which allows you to monitor the progress of the test, is automatically displayed during the testing process. When the test is complete, the Status tab shows whether the device passed or failed.
7.If errors are found, go to the Log tab and click the Error Log to display more detailed information and recommended actions.
Status Tab
The Status tab displays the status of the selected tests. The type of test executed (Quick, Complete, or Custom) is also displayed. The main progress bar displays the percent complete of the current set of tests. While testing is in progress, a Cancel Testing button is displayed for use if you want to cancel the test.
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HP Insight Diagnostics 3 |
After testing has completed, the Cancel Testing button is replaced with a Retest button. The Retest button will retest the last set of tests executed. This enables you to re-run the set of tests without having to re-enter the data in the Test tab.
The Status tab also shows:
●The devices being tested
●The test status (running, passed, or failed) of each device being tested
●The overall test progress of all devices being tested
●The test progress for each device being tested
●The elapsed test times for each device being tested
Log Tab
The Log tab contains a Test Log tab and an Error Log tab.
The Test Log displays all tests that have been executed, the number of times of execution, the number of times failed, and the time it took to complete each test. The Clear Test Log button will clear the contents of the Test Log.
The Error Log displays the tests for devices that have failed during the diagnostic testing and includes the following columns of information.
●The Device section displays the device tested.
●The Test section displays the type of test run.
●The Description section describes the error that the diagnostic test found.
●The Recommended Repair will give a recommended action that should be performed to resolve the failed hardware.
●The Failed Count is the number of times the device has failed a test.
●The Error Code provides a numerical code for the failure. The error codes are defined in the Help tab.
The Clear Error Log button will clear the contents of the Error Log.
Help Tab
On the Help tab contains an HP Insight Diagnostics tab, an Error Codes tab, and a Test Components tab.
The HP Insight Diagnostics tab contains help topics and includes search and index features.
The Error Codes tab provides a description of each numerical error code that may appear in the Error Log tab located on the Log tab. Each code has a corresponding error Message and a Recommended Repair action that should help solve the problem. To find an error code description quickly, enter the code in the box at the top of the tab and click the Find Error Codes button.
The Test Components tab displays low-level information on tests that are run.
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Saving and Printing Information in HP Insight Diagnostics
You can save the information displayed in the HP Insight Diagnostics Survey and Log tabs to a diskette or a USB 2.0 HP Drive Key (64MB or higher). You can not save to the hard drive. The system will automatically create an html file that has the same appearance as the information displayed on the screen.
1.Insert a diskette or USB 2.0 HP Drive Key (capacity must be 64MB or higher). USB 1.0 Drive Keys are not supported.
2.Click Save in the bottom right corner of the screen.
3.Select Save to the floppy or Save to USB key.
4.Enter a file name in the File Name box and click the Save button. An html file will be saved to the inserted diskette or USB HP Drive Key.
NOTE: Do not remove the diskette or USB key until you see a message indicating that the html file has been written to the media.
5.Print the information from the storage device used to save it.
NOTE: To exit HP Insight Diagnostics, click Exit Diagnostics button in the bottom left corner of the screen then remove the Documentation and Diagnostics CD from the optical drive.
Downloading the Latest Version of HP Insight Diagnostics
1.Go to http://www.hp.com.
2.Click the Software & Driver Downloads link.
3.Enter your product number (for example, dc7700) in the text box and press the Enter key.
4.Select your specific computer model.
5.Select your OS.
6.Click the Diagnostic link.
7.Click HP Insight Diagnostics Offline Edition.
8.Select a language and click Download.
NOTE: The download includes instructions on how to create the bootable CD.
Protecting the Software
To protect software from loss or damage, you should keep a backup copy of all system software, applications, and related files stored on the hard drive. See the operating system or backup utility documentation for instructions on making backup copies of data files.
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Protecting the Software 5 |
HP Backup and Recovery Manager
NOTE: The features described below are only available on systems shipped with Microsoft Windows XP. The HP Backup and Recovery Manager included with Microsoft Windows Vista is a more limited version. Check for updates by clicking the Software & Driver Downloads link at http://www.hp.com.
The HP Backup and Recovery Manager is an easy-to-use, versatile application that is pre-loaded on each system and allows you to:
●create Recovery Points to back up the entire system incrementally
●back up the entire system in a single hard archive
●back up individual files
Backups can be scheduled to occur automatically at designated intervals, or they can be initiated manually. Recovery can be performed from the Recovery Partition on the hard drive or the Recovery Disc Set. The Recovery Disc Set includes the Restore Plus! CD, the Microsoft Operating System, and any Supplemental Software CDs.
HP highly recommends that you create a Recovery Disc Set immediately before using the computer and schedule regular automatic Recovery Point backups.
To create the Recovery Disc Set:
1.Click Start > HP Backup and Recovery > HP Backup and Recovery Manager to open the Backup and Recovery Wizard, then click Next.
2.Select Create factory software recovery CDs or DVDs to recover the system.
3.Follow the instructions in the wizard.
The HP Backup and Recovery Manager provides two basic recovery methods. The first, recovery of files and folders, operates in Windows. The second, PC Recovery, requires a reboot to the Recovery Partition or from the Recovery Disc Set. To reboot to the Recovery Partition, press F11 at startup when you see the message “Press F11 for Emergency Recovery.”
For more information on using HP Backup and Recovery Manager, refer to the HP Backup and Recovery Manager User Guide by selecting Start > HP Backup and Recovery > HP Backup and Recovery Manager Manual.
NOTE: You can order a Recovery Disc Set from HP by calling the HP support center. Go to the following Web site, select your region, and click the Technical support after you buy link under the Call HP heading to obtain the support center telephone number for your region.
http://welcome.hp.com/country/us/en/wwcontact_us.html
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2 Troubleshooting Without Diagnostics
This chapter provides information on how to identify and correct minor problems, such as diskette drive, hard drive, optical drive, graphics, audio, memory, and software problems. If you encounter problems with the computer, refer to the tables in this chapter for probable causes and recommended solutions.
NOTE: For information on specific error messages that may appear on the screen during Power-On Self-Test (POST) at startup, refer to Appendix A, POST Error Messages
on page 49.
Safety and Comfort
WARNING! Misuse of the computer or failure to establish a safe and comfortable work environment may result in discomfort or serious injury. Refer to the Safety & Comfort Guide on the Documentation and Diagnostics CD and available on the Web site at http://www.hp.com/ ergo, for more information on choosing a workspace and creating a safe and comfortable work environment. This equipment has been tested and found to comply with the limits for a Class B digital device, pursuant to Part 15 of the FCC Rules. For more information, refer to Safety & Regulatory Information on the Documentation and Diagnostics CD.
Before You Call for Technical Support
If you are having problems with the computer, try the appropriate solutions below to try to isolate the exact problem before calling for technical support.
●Run the diagnostics utility. Refer to Chapter 1, Computer Diagnostic Features on page 1 for more information.
●Run the Drive Protection System (DPS) Self-Test in Computer Setup. Refer to the Computer Setup (F10) Utility Guide on the Documentation and Diagnostics CD for more information.
●Check the Power LED on the front of the computer to see if it is flashing red. The flashing lights are error codes that will help you diagnose the problem. Refer to Appendix A, POST Error Messages on page 49 for more information.
●If the screen is blank, plug the monitor into a different video port on the computer if one is available. Or, change out the monitor with a monitor that you know is functioning properly.
●If you are working on a network, plug another computer with a different cable into the network connection. There may be a problem with the network plug or cable.
●If you recently added new hardware, remove the hardware and see if the computer functions properly.
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Safety and Comfort 7 |
●If you recently installed new software, uninstall the software and see if the computer functions properly.
●Boot the computer to the Safe Mode to see if it will boot without all of the drivers loaded. When booting the operating system, use “Last Known Configuration.”
●Refer to the comprehensive online technical support at http://www.hp.com/support.
●Refer to the following Helpful Hints on page 8 section in this guide.
To assist you in resolving problems online, HP Instant Support Professional Edition provides you with self-solve diagnostics. If you need to contact HP support, use HP Instant Support Professional Edition's online chat feature. Access HP Instant Support Professional Edition at: http://www.hp.com/go/ispe.
Access the Business Support Center (BSC) at http://www.hp.com/go/bizsupport for the latest online support information, software and drivers, proactive notification, and worldwide community of peers and HP experts.
If it becomes necessary to call for technical assistance, be prepared to do the following to ensure that your service call is handled properly:
●Be in front of your computer when you call.
●Write down the computer serial number and product ID number, and the monitor serial number before calling.
●Spend time troubleshooting the problem with the service technician.
●Remove any hardware that was recently added to your system.
●Remove any software that was recently installed.
●Restore the system from the Recovery Disc Set that you created or restore the system to its original factory condition in HP Backup and Recovery Manager.
CAUTION: Restoring the system will erase all data on the hard drive. Be sure to back up all data files before running the restore process.
NOTE: For sales information and warranty upgrades (Care Packs), call your local authorized service provider or dealer.
Helpful Hints
If you encounter problems with the computer, monitor, or software, see the following list of general suggestions before taking further action:
●Check that the computer and monitor are plugged into a working electrical outlet.
●Check to see that the voltage select switch (some models) is set to the appropriate voltage for your region (115V or 230V).
●Check to see that the computer is turned on and the green power light is on.
●Check to see that the monitor is turned on and the green monitor light is on.
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Chapter 2 Troubleshooting Without Diagnostics |
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●Check the Power LED on the front of the computer to see if it is flashing red. The flashing lights are error codes that will help you diagnose the problem. Refer to Appendix A, POST Error Messages on page 49 for more information.
●Turn up the brightness and contrast controls of the monitor if the monitor is dim.
●Press and hold any key. If the system beeps, then the keyboard should be operating correctly.
●Check all cable connections for loose connections or incorrect connections.
●Wake the computer by pressing any key on the keyboard or pressing the power button. If the system remains in suspend mode, shut down the computer by pressing and holding the power button for at least four seconds then press the power button again to restart the computer. If the system will not shut down, unplug the power cord, wait a few seconds, then plug it in again. The computer will restart if automatic start on power loss is set in Computer Setup. If it does not restart, press the power button to start the computer.
●Reconfigure the computer after installing a non–plug and play expansion board or other option. See Solving Hardware Installation Problems on page 32 for instructions.
●Be sure that all the needed device drivers have been installed. For example, if you are using a printer, you need a driver for that model printer.
●Remove all bootable media (diskette, CD, or USB device) from the system before turning it on.
●If you have installed an operating system other than the factory-installed operating system, check to be sure that it is supported on the system.
●If the system has multiple video sources (embedded, PCI, or PCI-Express adapters) installed (embedded video on some models only) and a single monitor, the monitor must be plugged into the monitor connector on the source selected as the primary VGA adapter. During boot, the other monitor connectors are disabled and if the monitor is connected into these ports, the monitor will not function. You can select which source will be the default VGA source in Computer Setup.
CAUTION: When the computer is plugged into an AC power source, there is always voltage applied to the system board. You must disconnect the power cord from the power source before opening the computer to prevent system board or component damage.
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Helpful Hints 9 |
Solving General Problems
You may be able to easily resolve the general problems described in this section. If a problem persists and you are unable to resolve it yourself or if you feel uncomfortable about performing the operation, contact an authorized dealer or reseller.
WARNING! When the computer is plugged into an AC power source, voltage is always applied to the system board. To reduce the risk of personal injury from electrical shock and/or hot surfaces, be sure to disconnect the power cord from the wall outlet and allow the internal system components to cool before touching.
Look for the LED between the DIMM sockets. If the LED is illuminated, the system still has power. Power off the computer and remove the power cord before proceeding.
Table 2-1 Solving General Problems
Computer appears locked up and will not turn off when the power button is pressed.
Cause Solution
Software control of the power switch is not functional.
1.Press and hold the power button for at least four seconds until the computer turns off.
2.Disconnect the power cord from the electrical outlet.
Computer will not respond to USB keyboard or mouse.
Cause |
Solution |
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Computer is in standby mode. |
To resume from standby mode, press the power button or |
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press any key. |
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CAUTION: When attempting to resume from |
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standby mode, do not hold down the power button for |
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more than four seconds. Otherwise, the computer will |
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shut down and you will lose any unsaved data. |
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System has locked up. |
Restart computer. |
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Computer date and time display is incorrect.
Cause |
Solution |
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RTC (real-time clock) battery may need to be replaced.
NOTE: Connecting the computer to a live AC outlet prolongs the life of the RTC battery.
First, reset the date and time under Control Panel (Computer Setup can also be used to update the RTC date and time). If the problem persists, replace the RTC battery. See the
Hardware Reference Guide on the Documentation and Diagnostics CD for instructions on installing a new battery, or contact an authorized dealer or reseller for RTC battery replacement.
10 Chapter 2 Troubleshooting Without Diagnostics |
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Table 2-1 Solving General Problems (continued)
Cursor will not move using the arrow keys on the keypad.
Cause |
Solution |
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The Num Lock key may be on.
Press the Num Lock key. The Num Lock light should not be on if you want to use the arrow keys. The Num Lock key can be disabled (or enabled) in Computer Setup.
There is no sound or sound volume is too low.
Cause |
Solution |
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System volume may be set low or muted.
1.Check the F10 BIOS settings to make sure the internal system speaker is not muted (this setting does not affect the external speakers).
2.Make sure the external speakers are properly connected and powered on and that the speakers' volume control is set correctly.
3.Use the system volume control available in the operating system to make sure the speakers are not muted or to increase the volume.
Cannot remove computer cover or access panel.
Cause |
Solution |
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Smart Cover Lock, featured on some computers, is locked.
Unlock the Smart Cover Lock using Computer Setup.
The Smart Cover FailSafe Key, a device for manually disabling the Smart Cover Lock, is available from HP. You will need the FailSafe Key in case of forgotten password, power loss, or computer malfunction. Order PN 166527-001 for the wrenchstyle key or PN 166527-002 for the screwdriver bit key.
Poor performance is experienced.
Cause |
Solution |
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Processor is hot. |
1. |
Make sure airflow to the computer is not blocked. Leave |
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a 10.2-cm (4-inch) clearance on all vented sides of the |
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computer and above the monitor to permit the required |
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airflow |
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2. |
Make sure fans are connected and working properly |
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(some fans only operate when needed). |
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3. |
Make sure the processor heatsink is installed properly. |
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Hard drive is full. |
Transfer data from the hard drive to create more space on the |
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hard drive. |
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Low on memory. |
Add more memory. |
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Hard drive fragmented. |
Defragment hard drive. |
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Program previously accessed did not release reserved |
Restart the computer. |
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memory back to the system. |
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Solving General Problems 11 |
Table 2-1 Solving General Problems (continued)
Poor performance is experienced.
Cause |
Solution |
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Virus resident on the hard drive. |
Run virus protection program. |
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Too many applications running. |
1. Close unnecessary applications to free up memory. |
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2. Add more memory. Some applications run in the |
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background and can be closed by right-clicking on their |
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corresponding icons in the task tray. To prevent these |
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applications from launching at startup, go to Start > |
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Run (Windows XP) or Start > Accessories > Run |
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(Windows Vista) and type msconfig. On the Startup tab |
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of the System Configuration Utility, uncheck applications |
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that you do not want to launch automatically. |
Some software applications, especially games, are stressful on the graphics subsystem
1.Lower the display resolution for the current application or consult the documentation that came with the application for suggestions on how to improve performance by adjusting parameters in the application.
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2. |
Add more memory. |
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3. |
Upgrade the graphics solution. |
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Cause unknown. |
Restart the computer. |
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Computer powered off automatically and the Power LED flashes Red two times, once every second, followed by a two second pause, and the computer beeps two times. (Beeps stop after fifth iteration but LEDs continue flashing).
Cause |
Solution |
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Processor thermal protection activated:
A fan may be blocked or not turning.
OR
The heatsink is not properly attached to the processor.
1.Ensure that the computer air vents are not blocked and the processor cooling fan is running.
2.Open hood, press power button, and see if the processor fan spins. If the processor fan is not spinning, make sure the fan's cable is plugged onto the system board header.
3.If fan is plugged in, but is not spinning, then replace the heatsink/fan assembly.
4.Contact an authorized reseller or service provider.
System does not power on and the LEDs on the front of the computer are not flashing.
Cause |
Solution |
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System unable to power on.
Press and hold the power button for less than 4 seconds. If the hard drive LED turns green, then:
1.Check that the voltage selector, located on the rear of the power supply on some models, is set to the appropriate voltage. Proper voltage setting depends on your region.
2.Remove the expansion cards one at a time until the 5V_aux light on the system board turns on.
3.Replace the system board.
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Table 2-1 Solving General Problems (continued)
System does not power on and the LEDs on the front of the computer are not flashing.
Cause |
Solution |
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OR |
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Press and hold the power button for less than 4 seconds. If the |
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hard drive LED does not turn on green then: |
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1. |
Check that the unit is plugged into a working AC outlet. |
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2. |
Open hood and check that the power button harness is |
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properly connected to the system board. |
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3. |
Check that both power supply cables are properly |
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connected to the system board. |
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4. |
Check to see if the 5V_aux light on the system board is |
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turned on. If it is turned on, then replace the power button |
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harness. |
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5. |
If the 5V_aux light on the system board is off, then replace |
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the power supply. |
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6. |
Replace the system board. |
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Solving General Problems 13 |
Solving Power Problems
Common causes and solutions for power problems are listed in the following table.
Table 2-2 Solving Power Problems
Power supply shuts down intermittently.
Cause |
Solution |
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Voltage selector switch on rear of computer chassis (some |
Select the proper AC voltage using the selector switch. |
models) not switched to correct line voltage (115V or 230V). |
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Power supply will not turn on because of internal power supply |
Contact an authorized service provider to replace the power |
fault. |
supply. |
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Computer powered off automatically and the Power LED flashes Red two times, once every second, followed by a two second pause, and the computer beeps two times. (Beeps stop after fifth iteration but LEDs continue flashing.)
Cause |
Solution |
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Processor thermal protection activated:
A fan may be blocked or not turning.
OR
The heatsink is not properly attached to the processor.
1.Ensure that the computer air vents are not blocked and the processor cooling fan is running.
2.Open hood, press power button, and see if the processor fan spins. If the processor fan is not spinning, make sure the fan's cable is plugged onto the system board header.
3.If fan is plugged in, but is not spinning, then replace the heatsink/fan assembly.
4.Contact an authorized reseller or service provider.
Power LED flashes Red four times, once every second, followed by a two second pause, and the computer beeps four times. (Beeps stop after fifth iteration but LEDs continue flashing.)
Cause |
Solution |
|
|
Power failure (power supply is overloaded).
1.Check that the voltage selector, located on the rear of the power supply (some models), is set to the appropriate voltage. Proper voltage setting depends on your region.
2.Open the hood and ensure the 4- or 6-wire power supply cable is seated into the connector on the system board.
3.Check if a device is causing the problem by removing ALL attached devices (such as hard, diskette, or optical drives, and expansion cards). Power on the system. If the system enters the POST, then power off and replace one device at a time and repeat this procedure until failure occurs. Replace the device that is causing the failure. Continue adding devices one at a time to ensure all devices are functioning properly.
4.Replace the power supply.
5.Replace the system board.
14 Chapter 2 Troubleshooting Without Diagnostics |
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Solving Diskette Problems
Common causes and solutions for diskette problems are listed in the following table.
NOTE: You may need to reconfigure the computer when you add or remove hardware, such as an additional diskette drive. See Solving Hardware Installation Problems on page 32 for instructions.
Table 2-3 Solving Diskette Problems
Diskette drive light stays on.
Cause |
Solution |
|
|
|
|
Diskette is damaged. |
In Microsoft Windows XP, right-click Start, click Explore, and |
|
|
select a drive. Select File > Properties > Tools. Under Error- |
|
|
checking click Check Now. |
|
|
In Microsoft Windows Vista, right-click Start, click Explore, |
|
|
and right-click on a drive. Select Properties then select the |
|
|
Tools tab. Under Error-checking click Check Now. |
|
|
|
|
Diskette is incorrectly inserted. |
Remove diskette and reinsert. |
|
|
|
|
Drive cable is not properly connected. |
Reconnect drive cable. Ensure that all four pins on the diskette |
|
|
power cable are connected to the drive. |
|
|
|
|
Drive not found. |
|
|
|
|
|
Cause |
Solution |
|
|
|
|
Cable is loose. |
Reseat diskette drive data and power cable. |
|
|
|
|
Removable drive is not seated properly. |
Reseat the drive. |
|
|
|
|
Diskette drive cannot write to a diskette. |
|
|
|
|
|
Cause |
Solution |
|
|
|
|
Diskette is not formatted. |
Format the diskette. |
|
|
1. |
From Windows Explorer select the disk (A) drive. |
|
2. |
Right-click the drive letter and select Format. |
|
3. |
Select the desired options, and click Start to begin |
|
|
formatting the diskette. |
|
|
|
Diskette is write-protected. |
Use another diskette or remove the write protection. |
|
|
|
|
Writing to the wrong drive. |
Check the drive letter in the path statement. |
|
|
|
|
Not enough space is left on the diskette. |
1. |
Use another diskette. |
|
2. |
Delete unneeded files from diskette. |
|
|
|
Legacy diskette writes are disabled in Computer Setup. |
Enter Computer Setup and enable Legacy Diskette Write |
|
|
in Storage > Storage Options. |
|
|
|
|
Diskette is damaged. |
Replace the damaged disk. |
|
|
|
|
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Solving Diskette Problems 15 |
Table 2-3 Solving Diskette Problems (continued)
Cannot format diskette.
Cause |
Solution |
|
|
Invalid media reported. |
When formatting a disk in MS-DOS, you may need to specify |
|
diskette capacity. For example, to format a 1.44-MB diskette, |
|
type the following command at the MS-DOS prompt: |
|
FORMAT A: /F:1440 |
Disk may be write-protected. |
Open the locking device on the diskette. |
|
|
Legacy diskette writes are disabled in Computer Setup. |
Enter Computer Setup and enable Legacy Diskette Write |
|
in Storage > Storage Options. |
|
|
A problem has occurred with a disk transaction.
Cause |
Solution |
|
|
The directory structure is bad, or there is a problem with a file. In Microsoft Windows XP, right-click Start, click Explore, and select a drive. Select File > Properties > Tools. Under Errorchecking, click Check Now.
In Microsoft Windows Vista, right-click Start, click Explore, and right-click on a drive. Select Properties then select the
Tools tab. Under Error-checking click Check Now.
Diskette drive cannot read a diskette.
Cause |
Solution |
|
|
You are using the wrong diskette type for the drive type.
Check the type of drive that you are using and use the correct diskette type.
You are reading the wrong drive. |
Check the drive letter in the path statement. |
|
|
Diskette is damaged. |
Replace the diskette with a new one. |
|
|
“Invalid system disk” message is displayed. |
|
|
|
Cause |
Solution |
|
|
A diskette that does not contain the system files needed to start |
When drive activity stops, remove the diskette and press the |
the computer has been inserted in the drive. |
Spacebar. The computer should start up. |
|
|
Diskette error has occurred. |
Restart the computer by pressing the power button. |
|
|
Cannot Boot to Diskette. |
|
|
|
Cause |
Solution |
|
|
Diskette is not bootable. |
Replace with a bootable diskette. |
|
|
16 Chapter 2 Troubleshooting Without Diagnostics |
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